Looks more like he is trying to buy direct outside expertise and opinion, without it being filtered through the company, in return for personally looking after

Looks more like he is trying to buy direct outside expertise and opinion, without it being filtered through the company, in return for personally looking after this account. The problem from there on in is whether that person can actually continue to be useful as they will no longer be having the experience of a normal customer and might start being less critical in their approach. Picking someone who is absolutely furious probably helps in this as they are likely to be very upfront about their experiences.